Overview

Smartling was founded 14 years ago to make localization & translation seamless. Today, Smartling is profitable & backed by Battery Ventures, a global technology-focused investment firm, supporting company growth & expanding our market share & leadership position. We are the only cloud-based, AI-enabled translation platform that combines a Neural Machine Translation Hub & professional language services empowering teams to collaborate in real-time to create experiences customers love.

Smartling is seeking a Customer Success Manager for a remote, work from home position, located anywhere in Ireland or the UK. As a Customer Success Manager at Smartling, your goal will be to ensure positive customer health & retention. You will be responsible for ensuring that your customers rapidly adopt & deeply leverage the Smartling solution, & meet their business goals while doing so, from on-boarding & throughout the customer lifecycle.  You will partner closely with other Smartling teams such as Sales, Marketing, Professional Services, & Product to ensure customers achieve their objectives & realize significant value from using our platform. We are a fast-moving company looking for energetic candidates to grow & develop alongside us. 

You Will

On-boarding: 

• Take a leading role in ensuring that customers are successfully onboarded to Smartling in accordance with their success goals
• Provide training & education throughout the onboarding process, & work closely with team members to ensure project timelines are met

Customer Communication & Education:

• Develop communication cadence with your customers on product & industry updates that impact your customers global content activities & objectives
• Assess customer requirements, resolving problems, anticipating future needs, & generally serving as the customers voice within Smartling
• Oversee the customers implementation of localization best practices to ensure you help the customer drive incremental value & return investment

Customer Retention & Growth:

• Develop & implement an effective account planning strategy for your book of business to ensure retention, product adoption & growth through collaboration with other team members
• Establish trusted advisor relationships with all major stakeholders within your assigned book of business, such that all activities are closely aligned with the customers business strategy, allowing the full potential of their Smartling solution to be realized
• Manage the renewal process for a portion of your book of business, & have a clear focus helping your customer's expand their customer's use cases with Smartling 

Demonstrating Value:

• Lead business review meetings to continuously articulate the value of Smarting & customers performance against goals, to encourage adoption & expansion across the customers organization
• Facilitate business process optimization workshops & enjoy participation in Smartling events for customer marketing activities

You Have

• Minimum 3 years of experience in a B2B customer success/client services/account management role 
• Detail-oriented with proven ability to manage multiple customer relationships with many internal & external stakeholders, project manage, set priorities & stay organized
• Experience managing contract renewals & up-sells
• Experience working in a role that required you to stay calm in the face of technical and/or customer challenges
• Proven ability to network & manage relationships across many different functions within a global customer organization
• An aptitude for digesting & effectively communicating technical concepts across audiences of varying technical ability
• Business acumen & experience leading & preparing customer presentations/meetings including working with & manipulating data for value driven presentations
• Bachelors degree
• A home office setup conducive for working remotely, & ability to work effectively as a remote team member*

Preferred but not required

• Experience with translation, localization, & internationalization processes
• Knowledge of the SaaS business model & experience supporting SaaS solutions for midmarket & enterprise business customers
• An understanding of modern software development processes like continuous delivery

You Are

• Results-focused. Center on professional & personal growth
• Enthusiastic. A fun & energetic co-worker
• A Leader. Proactive & will use excellent judgment when dealing with issues
• Customer-focused. Passionate for client success at all times
• Detail-oriented. Supremely well organized with attention to detail
• A Team Player.  Ability to work effectively & cross-functionally within all levels of management, both internally & externally

You Will Enjoy

• Freedom   - we are remote-first 
• Growth - an opportunity to learn & advance your career
• Wealth - we offer a competitive salary
• Wellness - company-sponsored Health insurance plan & pension plan with company matching
• Balance - flexible PTO + bank holidays; generous parental leave
• Culture   - an energetic, value-driven, & fun culture & team spirit
• Bonus - employee referral programs & apple equipment

Smartling is proud to be an equal opportunity employer. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, skills, & experiences.

*To work from home, you must have a strong internet connection, quiet space, & a professional (distraction & clutter-free) background.